Customer Journey

Customer expectations have never been higher. To rise to the challenge of meeting them, companies must have a comprehensive customer engagement strategy.

Connections ’19 wrapped up in Chicago last week after three action-packed days.

e surveyed more than 4100 marketing leaders worldwide for the fifth edition State of Marketing report, and found distinct differences between the strategies and tactics of high-performers and underperformers.

With outstanding customer experience at the heart of any successful marketing strategy, marketers need to be wary of these common pitfalls that can undermine customer relationships before they’ve even got off the ground.…

It all started with a carry-on bag. It's one of my favourites — a dark navy with black piping by a well-known luggage manufacturer. I I splurged and paid quite a bit but felt reassured as it came with warranty and assurance by the sales rep that I wouldn’t even be needing it. I felt good about my purchase and even better about the brand.

In terms of what marketers want right now, we’ve heard several themes emerge over and over again in the past year, and they’re all related to customer data management.

The latest State of Marketing report has found the top priority and challenge for marketers today is one and the same: engaging with customers in real-time.

It wasn’t so long ago that customers were okay waiting 24-48 hours to hear back from a business when they initiated communication via phone or even email.

When introducing new technology into an organisation, you could have the best tech in the world and not succeed. Change management is crucial to the success of any technology implementation.